Use the Returns rule engine to set return fees and return periods automatically, based on the order - for example free returns above a certain order value, or a longer return period during a campaign.
How a rule works
A rule has conditions and actions. When every condition matches the order, the actions apply.
Example:
then Return fee is 0
Each rule applies to the markets and the flow you choose.
Create a rule
Follow the steps below to create a rule. In this example, we will create a rule that offers a free return if the order total is 100 or more.
Log in to nShift Portal and go to Returns > Settings > Rule engine.
- Select Create rule.
- Enter a name that describes what the rule does. The name appears in the rule list.
- Select one or more markets. A single rule can cover several markets.
- Select the flow: Returns, Claims, and/or Exchanges. In this example, we have selected the Returns flow.
- Add at least one condition - a field, an operator, and a value. In this example, we have created a condition that looks at whether the Order total is greater than or equal to 100.
- Add at least one action - a field and the value to set. Here, we have set the Return fee to 0.
- Click Save.
Conditions
A condition is a field, an operator, and a value.
Fields
| Field | Type | Example value |
|---|---|---|
| Order total | Number | 100 |
| Order create date | Date | 2026-12-24 |
| Order external ID | Text | #1042 |
| Refund method | Text | Store credit |
Order total and Order create date use the values on the order as it was imported into nShift.
Custom fields
If you send extra data with your orders - a customer group, a product category, a store ID - those fields can be added to your account and used as conditions.
Operators
| Operator | Use with |
|---|---|
| Equal to · Not equal to | Text, numbers, dates, true/false |
| Greater than · Greater than or equal to | Numbers, dates |
| Less than · Less than or equal to | Numbers, dates |
| Contains · Does not contain | Text |
| In list | Text — matches any one of several values |
Actions
An action sets one field to one value, replacing the market's standard setting for orders that match. A rule can have several actions, but it can't set the same field twice.
| Action | Flow | Sets |
|---|---|---|
| Return fee | Returns | The fee deducted from the refund |
| Return shipping fee | Returns | The shipping cost charged for the return |
| Return period | Returns | Days the customer has to start a return |
| Claim fee | Claims | The fee deducted from the refund |
| Claim period | Claims | Days the customer has to submit a claim |
| Exchange fee | Exchanges | The fee deducted from the refund |
| Exchange period | Exchanges | Days the customer has to start an exchange |
Order of evaluation
Rules in the Returns rule engine are evaluated from top to bottom. If two matching rules set the same field, the rule at the top takes priority.